Customer Support Associate

Job Details

Job Details

Job Location
7TH STREET Lvl3 - Kansas City, KS

Position Type
Full Time

Job Category
Banking

If you are someone wanting to make a difference in the communities that we serve, and join the strongest large bank in Kansas City, then Security Bank of Kansas City has a career for you. In addition to our compensation and benefits packages, Security Bank offers full-time employees 11 paid holidays, rewarding and challenging growth opportunities, generous paid time off and discounted banking services.

Job Description:

A Customer Support Associate is responsible for answering incoming calls and assisting customers with their banking questions and delivering excellent service to current and potential customers. Employees in this position possess exceptional customer service skills, confidence, attention to detail, and an outstanding ability to quickly learn bank products and services.

• Starting pay from $16 - $20/hour based on previous experience
• Eligible for merit pay increase at 6 months and at 1 year anniversary date.
• Eligible to participate in quarterly performance incentive pay after 6 months.

Job Requirements:

• Maintain the highest degree of courtesy and professionalism, toward customer at all times.
• Assist with customer requests via telephone, online conversations, and email communications from consumers and businesses.
• Customer account inquires (balances, transactions etc.).
• Maintain a thorough understanding of bank products/services including deposit products, interest rates, check orders, ATM/debit cards, stop payments, online banking, bill pay, eStatements, mobile banking, digital wallet, website, etc.
• Ensure confidentiality of customer information/transactions by following established procedures and processes to authenticate the customer, prior to releasing any information.
• Ensure customer records are current including mailing address, phone numbers and email address.
• Maintain an understanding of marketing initiatives and communication that has been sent to customer.
• Report to Customer Support Supervisor anything that would be considered out of the ordinary in the communications with customers (i.e. suspected fraud attempt).
• Report to Customer Support Supervisor any hardware or software issues.
• Maintain records used within the department to measure productivity and workflow, such as call coding.
• Maintain an understanding and adhere to all internal policies, procedures, and practices in support of risk management and compliance with all regulatory requirements.
• Complete mandatory compliance training courses as required.
• Position requires working on-site.
• Perform other duties as assigned

Knowledge, Skills & Abilities Required to Enter the Job:

• Knowledge, skill and mental development equivalent to the completion of a high school education.
• Good verbal communication skills with the ability to interact over the telephone with customers and with co-workers.
• Attainment of this position may be contingent upon skills and responsibilities equivalent to a minimum of 1 year experience in banking or a similar position.
• In addition to possessing the skills necessary to perform the job, must be willing and able to demonstrate these skills by coming to work on a daily basis, as scheduled.

Those Required to Competently Perform the Job:

• Knowledge of customer information systems, bank website, and bank products/services.
• Knowledge of departmental procedures and forms.
• Ability to multi-task in a fast-paced environment.
• Ability to handle conflict and maintain composure.
• Problem solving abilities.
• Maintain a high level of confidentiality and integrity.
• A good workplace attendance record.

Those Desired, but Not Required to Perform the Job:

• Bilingual in English/Spanish

Equipment Required to Perform the Job:

• Telephone
• Multi-line Telephone System
• Computer Workstation
• 10-Key Calculator
• Copy Machine
• Fax Machine

Software Requirements:

• Word Processing
• Excel spreadsheets Creation/Analysis & Data Entry

Exertion/Physical Requirements:

• Moving objects weighing up to 25 lbs.
• Sitting 90% of day
• Standing 5% of day
• Walking 5% of day
• Removing objects from shelves
• Dexterity/Coordination
• Reading material/PC Monitor
• Writing/typing
• Speaking/Communicating
• Listening/Hearing
• Ability to travel to various worksite locations or departments

Other Information:
Statements included in this job description are intended to describe the general nature and level of work performed by the employee(s) assigned to this job. The statements are not intended to be construed as an exhaustive list of responsibilities, duties and skills required.

Accommodations will be made to allow for meeting job requirements when it does not place an "undue hardship" on Security Bank of Kansas City.

Security Bank of Kansas City is an Equal Opportunity / Affirmative Action Employer.

 Security Bank of Kansas City

 04/29/2024

 Kansas City,KS